ADT Business Security - Saint Paul, MN / unresponsive service
ADT Business Security
My company has an ADT burglar and fire security system installed back in 2001. We have an ADT service ticket open, our number is 460 271 96.
This ticket was opened on Monday, August 13. Below is the timeline of my experiences with ADT in attempting to resolve this ticket:
8/13: Contact made to ADT central service number [protected].
Service technician visit scheduled for Monday, 8/13. Technician did not show up and no call was received by us indicating that this visit would not occur.
8/14: No visit from technician. Contacted ADT central service and was informed that technician would arrive afternoon of Tuesday 8/14.
Technician did not arrive and we did not receive a call regarding why not. Contacted ADT central service again in the late afternoon as was told technician would arrive on 8/15.
8/15: Technician arrived early afternoon. Technician diagnosed failed input relay board in our central door access control panel. Technician did not have this part in his truck stock, informed me that one would be ordered and I would be contacted when this part arrived so that a technician could be scheduled to complete this installation.
8/17: Was visited by our sales rep at my request. We requested a quote from him for an additional audible alarm for our shop floor. Explained the situation above to him, who stated he would follow up on this and contact me.
8/27: No response received from sales rep or ADT local. Contacted ADT central service to determine status of part ordered on 8/15. Was told by the service person that a service coordinator would contact me to let me know the status of our order. No follow up call received.
8/28: Contacted our local service manager. Left message for him asking for a call back. No response received.
8/30: Contacted ADT central service again requesting status. Service person attempted to contact local service coordinator and was unable to reach this individual.
The bottom line is this. One of our 2 main office door entrances has been non-functional for over 2 weeks. Despite repeated calls to various channels I have received absolutely no information from ADT that tells me when this will be resolved. This is not our first experience of this type with ADT. After a break in to our facility last year I had to wait 3 days for a service technician and received the same kind of failed "a person will be out today" promises I detailed above.
I doubt very much that this was the kind of support that was promised to our organization when my predecessor signed a maintenance agreement with ADT. I would like a response from ADT as soon as possible that includes a plan on resolving our current issue.
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